Complaints Procedure

At Secret Spa, we are committed to providing a high-quality service to all our Clients. If you have any complaints or concerns regarding the Platform, Platform Services, or the Therapist Services, we encourage you to contact us so that we can address and resolve your issues promptly and effectively.

How to Submit a Complaint:

1. Contact Us: You can submit your complaint via email at bookings@secretspa.co.uk
2. Details Required: Please provide us with the following information to help us investigate your complaint thoroughly:

• Your full name and email attached to your account.

• A detailed description of your complaint, including any relevant dates, times, and names of individuals involved.

• Any supporting documents or photographic evidence, if applicable.

3. Acknowledgement: Upon receiving your complaint, we will acknowledge receipt within 1 working day. Your complaint will be escalated to our complaints team.

4. Investigation: Our complaints team will thoroughly investigate your complaint. This may involve reviewing the details of your complaint and any supporting evidence, contacting you for further information if necessary, liaising with your Professional and our Professional Network Team.

5. Resolution: We aim to respond to all complaints within 3 working days. Our response will include the outcome of our investigation and any actions we propose to take to resolve your complaint. We may send a holding should the investigation take longer than planned. For complaints related to property damage or medical expenses, please note that these issues must be addressed through the therapist's insurance. Any compensation provided is at Secret Spa's discretion as Secret Spa is not liable.

We take all complaints seriously and use them as an opportunity to improve our services. Your feedback is invaluable to us in maintaining the highest standards of service for our Clients and Therapists.